Ashley HomeStore Pickering Reviews (%countItem)
Ashley HomeStore Pickering Rating
Address: 1095 Kingston Rd, Pickering, Ontario, Canada, L1V 1B5
Phone: |
Show more...
|
Web: |
|
Add contact information for Ashley HomeStore Pickering
Add new contacts
We purchased a sofa from Ashley Furniture in Pickering on December 31st and it was delivered on January 6th, 2019.
The sofa cost $1,219.26 including a $79 delivery charge.
When delivering our sofa and as part of the delivery agreement, the drivers were to relocate our "old" sofa to the basement.
When moving the sofa, the drivers put a hole in the drywall, scraped our hardwood floor and put nicks in the wall moving the new sofa.
Before the drivers left, we pointed the damage out to them. They were disinterested, at best, and told us to "call customer service". (I did and they were closed on Sundays)
The following day, I called and was instructed to take two pictures each of the damage and to email each separately. I did so.
Two weeks passed so I followed up with an email. I was told "someone would get back to you". Noone did so I emailed again.
I received a phone call finally and was told someone would respond to me within 24 hours.
Two days later, *** left me a voice message and asked me to call him back. When I did, I was not "allowed" to speak to *** and was told our claim was turned down due to lack of "compelling evidence". I was further told because the drivers did not advise Ashley's of the damage, it must have been there already. (!) I was obviously infuriated by this and asked to have *** call me. He didn't.
I was told that they would escalate my claim "but don't expect any change". I again asked to have *** call me. He never did.
Last Friday, January 25th, my husband attempted to connect with *** and he left his number to have him call. He did not call.
We are continuing to get the runaround from Ashley's and no resolution to the damage they did to our home (not to mention suggesting we are liars and the damage was already done to our home).
We are hoping the intervention of the Revdex.com might assist our claim.
We would like the damage repaired that they caused. I think we should also have our delivery fee refunded for the hours we have invested in trying to resolve this.
We will invesitage the validity of this claim with regional managment and communciate back with the guest.
(The consumer indicated he/she DID NOT accept the response from the business.)
The drivers did not go back and inspect any of the damage they caused (although they must have been aware of putting a hole in the wall). We addressed the damage with the drivers before they left and they just said "call customer service". We have since learned from Ashley that the drivers are to take pictures of any damage identified by the customer caused during removal or delivery of furniture.
It was obvious that the drivers had no idea what they were doing ***. They walked into the house without knocking and left without apologizing for the damage.
Did we buy a couch from a furniture company or an insurance company? The term "claim" is not applicable to us..this was a retail purchase.
The movers, representing Ashley's "white glove" service caused damage to my home. How they manage this internally is their problem and had this been an insurance issue, they have not followed any of the proper rigor or diligence associated with such a process.
> no one from Ashley came to our home to observe the damage
> no one has been willing to speak to us, in detail, as to why we are not being compensated
> we were told that "*** the damage guru" (this was the term used by the agent as we could not be told ***'s surname) assessed the situation and declined our "claim" two weeks after our initial complaint and two unsuccessful follow ups
> we have since requested three times to speak to *** and he nor anyone from Ashley Furniture have responded and we have also asked to speak to the "Regional Manager" but have heard nothing.
This ridiculous assertion that we are lying about the damage and caused it ourselves is insulting. Why would we try to move a couch ourselves when the "repositioning" is included in the delivery cost?
If there was prior damage (there wasn't), should they not have documented it before moving the couch themselves? Their statement claiming we caused the damage prior is ludicrous.
Not only have we been forced to seek compensation for the damage, we have spent far more time on this than necessary.
Now we are being forced to defend ourselves from *** these delivery people. We know the truth and the fact these men are *** cover the damage they did is truly unbelievable to us as retail consumers.
Ashley Furniture needs to bring this to a swift conclusion and not waste anymore of our time with their unprofessional handling of what should have been a simple "how can we make this right" issue.
Thank you to the Revdex.com for mediating this and we anticipate an acceptable resolution.
We have been consistent in our response, we are not of the opinion that the damage in question was caused by the delivery / re-positioning of the furniture. At this time we are unable to assume reasonability for this concern.